Desk

7. Customize Your Help Desk Knowledge Base

Build a comprehensive and shared Knowledge Base (KB) so that customers can answer their own questions without contacting customer support. Easily create and update content with videos, images and commonly-asked questions to illustrate steps and concepts, and appeal to different learning styles. Quickly incorporate community answers or Agent knowledge as new information presents itself.

Key benefits of the help desk knowledge base:

• Build a comprehensive and shared Knowledge Base
• Put commonly-asked questions into multiple tailored formats
• Respond using macros to streamline workflow
• Let customers answer their own questions without contacting help desk support
• Illustrate steps and concepts and appeal to different learning styles
• Easily and inexpensively grow your Knowledge Base
• Quickly include community answers as new information reveals itself
• Create and update content, including information from Agent responses as well as best answers from community discussions
• Use videos and images in Knowledge Base articles to illustrate steps and concepts, and appeal to different learning styles